Staff Software Engineer - AI/Agent Engineer, Care Automation

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. The Care Automation team builds the systems and automations that power how Toast supports its customers. Our work connects the platforms, workflows, and integrations that our Customer Care Agents rely on every day to resolve issues quickly and deliver a great customer experience. We are looking for an AI/Agent Engineer to join this team and help define how intelligent automation changes the way care operations work at Toast. You will be at the center of building the AI layer across our care systems, bringing together large language models, agentic frameworks, and workflow automation to reduce manual effort and improve outcomes for both agents and customers. In this role, you will design and build AI-powered automations that work across our Care tool suite, including Salesforce Service Cloud and Amazon Connect. You will partner closely with software engineers, Salesforce developers, and operations stakeholders to ship production-grade AI systems that make a measurable difference for our Customer Care teams and customers. A day in the life (Responsibilities) • Design, build, and operate AI-powered automations and agentic workflows that help Customer Care Agents resolve issues faster and more consistently • Build and maintain integrations between LLM-based systems and our care technology stack, including Salesforce, Amazon Connect, and iPaaS workflow automation platforms • Prototype and iterate on agentic solutions that can take autonomous actions across care systems, with appropriate human-in-the-loop checkpoints • Write automated tests and participate in code reviews to maintain code quality and system reliability • Monitor AI system performance, respond to incidents, and iterate based on operational data and agent feedback • Partner with software engineers, Salesforce developers, and operations stakeholders to translate care workflows into intelligent, automated solutions • Leverage AI-augmented development tools to increase development velocity and code quality What you'll need to thrive (Requirements) • 5+ years of software engineering experience, with meaningful hands-on experience building AI/ML systems in production • Practical experience with large language models, agentic frameworks (such as LangChain, LangGraph, or similar), and prompt engineering • Strong backend engineering skills in Python, Java, or Go • Experience with event-driven architectures and building integrations across enterprise systems • Ability to evaluate trade-offs between automation accuracy, latency, and cost in production AI systems • Bachelor's degree in Computer Science or a related field, or equivalent practical experience Bonus Ingredients (Nice to Have) • Experience with contact center platforms such as Salesforce Service Cloud or Amazon Connect • Experience with Workato or another iPaaS platform • Hands-on experience with RAG architectures and vector databases • Familiarity with AWS AI/ML services (Bedrock, SageMaker, Lambda) AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs tha